Controlling hold queue position adjustment

ABSTRACT

A question of a first caller from among multiple callers waiting in a hold queue of a call center is published. Responsive to a second caller from among multiple callers indicating a readiness to answer to the question, the first caller is connected with the second caller. Responsive to the second caller answering the question, the second caller is awarded an advancement token for storage in association with an authenticated identifier for the second caller in a caller profile for redemption by the second caller for a value selected by the second caller.

CROSS-REFERENCE TO RELATED APPLICATIONS Background of the Invention

1. Technical Field

The present invention relates in general to telecommunications and, inparticular, to managing a caller's position in a hold queue. Still moreparticularly, the present invention relates to enabling callers tocontrol hold queue position adjustment.

2. Description of the Related Art

Many companies provide telephone-based access to help staff, salespersonnel, representatives, and automated menus. Where high telephonecall traffic is typical in telephone access to a company'srepresentatives, automatic call distribution systems (ACDs) are oftenemployed within call center operations to provide an even and systematicdistribution of incoming calls to multiple representatives. ACDstypically provide incoming calls with a direct connection to anavailable representative until all representatives are busy. Then, onceall representatives are waiting on customers, calling parties are placedin a hold queue, and selectively connected to a representative once arepresentative comes available.

In general, when a caller is placed in a hold queue, the caller's queueposition is dependent upon the receipt time of the call at the vendorlocation. Some companies utilize call center systems that sort callersinto multiple queues according to selection criteria that a callerenters. For example, a user may select from a menu of five possibletypes of information the caller would like to receive, such that thecaller is placed in one of five hold queues. However, ultimately, thecaller's queue position within one of the five hold queues is dependentupon the time at which the caller makes a menu selection.

According to one example, a call processing apparatus may designate theposition of a call within the queue in accordance with the potentialeconomic value of the call. However, the call processing apparatus islimited in that each caller's position within the hold queue is adjustedin a manner that is hidden from the caller, allowing only the company tomaintain control in the position of a caller within a hold queue.

According to another example, a caller may be enabled to change thecaller's position within a hold queue by making a payment to the holdqueue service. A caller may enter a credit card number or account numberfrom which a charge for advancing in the hold queue is charged. Whilethe call processing apparatus grants a caller control over the caller'sposition within a hold queue, the call processing apparatus is limitedin that the control is given in exchange for the company receiving adirect economic benefit from adjusting the position of the caller withina hold queue.

Many companies utilize the time that a caller is waiting in hold callqueue to broadcast over the telephone line. For example, a company maysubscribe to or implement an ACD that plays music or advertising whilecallers wait in the hold queue. In addition, the ACD may verbally alertthe caller to the amount of time estimated before a representative willbe available, the position of the caller in the hold queue, and otherinformation that will assure the caller of a changing position in thehold queue.

While call queuing provides advantages over a consumer retrying a callin response to a busy signal, ultimately call queuing may causefrustration and ill will of consumers towards a company, particularlywhere excessively long waits, full queues and accidental disconnects areencountered. Allowing consumers to feel some control over a positionwithin the call queue without requiring the consumer to pay for thecontrol would be advantageous in alleviating such frustrations.

In view of the foregoing, it would be advantageous to provide a holdqueue system that allows a caller to control the caller's positionwithin a hold queue independent of the receipt time of the call. Inparticular, it would be advantageous to allow a caller to earn positionadvancements and to hold those position advancements over to futurecalls.

SUMMARY OF THE INVENTION

In view of the foregoing, it is therefore an object of the presentinvention to provide an improved telecommunications system.

It is another object of the present invention to provide a method,system and program for managing a caller's position in a hold queue.

It is yet another object of the present invention to provide a method,system and program for enabling callers to control hold queue positionadjustment.

According to one aspect of the present invention, an advancement tokenearned by a caller waiting in a hold queue is detected. The advancementtoken is stored for redemption in a future call by the caller accordingto an authenticated identifier for the caller, wherein future redemptionof the advancement token will cause adjustment of a waiting position.

According to another aspect of the present invention, a call is receivedfrom a caller at a hold queue, wherein an identity of the caller isauthenticated. A caller profile is accessed according to the identity ofthe caller, wherein the caller profile comprises at least one previouslyearned advancement token. The caller is offered an option of redeemingthe previously earned advancement token for adjustment of a position ofthe caller in said hold queue.

According to a further aspect of the present invention, a caller mayearn an advancement token by answering questions for other callerswaiting with the caller in a hold queue, where those callers aresufficiently helped so as to not need the aid of a representative.

All objects, features, and advantages of the present invention willbecome apparent in the following detailed written description.

BRIEF DESCRIPTION OF THE DRAWINGS

The novel features believed characteristic of the invention are setforth in the appended claims. The invention itself however, as well as apreferred mode of use, further objects and advantages thereof, will bestbe understood by reference to the following detailed description of anillustrative embodiment when read in conjunction with the accompanyingdrawings, wherein:

FIG. 1 depicts a block diagram of a telecommunications network in whichthe present invention may be implemented;

FIG. 2 illustrates a block diagram of a network call center system inwhich the present invention may be implemented;

FIG. 3 depicts a block diagram of an on hold system in accordance withthe method, system, and program of the present invention;

FIG. 4 illustrates an illustrative representation of a caller profileaccording to a caller VID in accordance with the method, system, andprogram of the present invention;

FIG. 5 depicts a high level logic flowchart of a process and program forcontrolling a switching network in accordance with the method, system,and program of the present invention

FIG. 6 illustrates a high level logic flowchart of a process and programfor controlling a PBX system in accordance with the method, system, andprogram of the present invention;

FIG. 7 depicts a high level logic flowchart of a process and program forcontrolling an on hold system in accordance with the method, system, andprogram of the present invention; and

FIG. 8 illustrates a high level logic flowchart of a process and programfor controlling a token advancement system in accordance with themethod, system, and program of the present invention.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT

A method, system, and program for enabling callers to control overadjusting positions within a call hold queue are provided. In general, acaller is given an opportunity while on hold to participate in actionsthat may gain the caller an adjustment in position within the call queuein addition to the adjustment in position that is automatically providedas calls are answered from the call hold queue. A caller's positionwithin the call hold queue may be advanced by a single or multiplepositions.

In particular, a caller may gain advancement tokens, that when redeemed,adjust a caller's position within a hold queue. A caller may selectwhether to redeem an advancement token earned during that hold, orwhether to save the advancement token for a future hold session. Inaddition, a caller may select to use a portion of an advancement tokenfor one hold session and store the remainder of the advancement tokenfor application in a future hold session.

According to one advantage of the present invention, a caller may earnredeemable advancement tokens while on hold. In particular, a caller mayearn redeemable advancement tokens by participating in a competition orsurvey while on hold. In addition, a caller may earn redeemableadvancement tokens by answering questions for other callers waiting inthe hold queue

According to another advantage of the present invention, a caller mayearn redeemable advancement tokens independent of an on hold status. Inparticular, a caller may earn points or other credits through purchases,participation in surveys, and other actions for which a vendor iswilling to advance points. The points or other credits are preferablystored in a caller profile according to the authenticated identifier forthe caller may access while on hold and redeem the points or othercredits for advancement tokens.

According to a further advantage of the present invention, a caller maybe granted redeemable advancement tokens by meeting other criteriaspecified by a call center. For example, if a caller utilized an averagetime with representatives that is substantially less than the averagetime per representative of the call center, the call center may providethe caller with redeemable advancement tokens to be utilized for afuture call. In another example, a call center may provide advancementtokens or automatically advance a caller with an account of a particularvalue to the call center. Moreover, callers utilizing certain types ofdevices, such as a wireless telephony device, may be granted advancementtokens.

For purposes of the present invention, telephony devices are termedorigin devices when utilized for origination of a call to anintermediary device and are termed destination devices when utilized forreceipt of a call from an intermediary device. Subscribers to a call aretermed callers when originating a call and are termed callees whenreceiving a call. Callers and callees may or may not be line subscribersto the particular telephony device utilized.

In the following description, for the purposes of explanation, numerousspecific details are set forth to provide a thorough understanding ofthe present invention. It will be apparent, however, to one skilled inthe art that the present invention may be practiced without thesespecific details. In other instances, well-known structures and devicesare shown in block diagram form to avoid unnecessarily obscuring thepresent invention.

The present invention may be executed in a variety of systems, includinga variety of computing systems and electronic devices under a number ofdifferent operating systems. In one embodiment of the present invention,the call queue management system (e.g. an ACD) is a computer system thatincorporates communication features that provide telephony, messaging,and information services to a plurality of callers. In general, thepresent invention is preferably executed in a computer system thatperforms computing tasks such as manipulating data in storage that isaccessible to the computer system.

With reference now to the figures, and, in particular, with referencenow to FIG. 1, there is depicted a block diagram of a networkenvironment in which the present invention may be implemented. While thepresent invention is described with reference to one type of networkenvironment, it will be understood by one with skill in the art that thepresent invention may be implemented in alternate types of networkenvironments.

General Network Environment

First, the network environment incorporates a Public Switching TelephoneNetwork (PSTN) 10. As is known in the art the core of PSTN 10 mayinclude multiple telephone networks, each owned by one of multipleindependent service providers. Each telephone line is carried by anindependent service provider within PSTN 10 and is typically assigned toat least one subscriber.

Switching of a call within an independent service provider's telephonenetwork is considered trusted movement within a trusted network becausethe call remains within the company's telephone network infrastructure.However, calls may be transferred from one service provider's telephonenetwork to another service provider's telephone network in generallytrusted movement. Generally, service providers are in competition withone another and therefore there is general trust in transferring a call,but not trust in sharing of subscriber information from one serviceprovider to the next without security features.

Advantageously, each telephone network within PSTN 10 may access a datanetwork functioning as an extension to PSTN 10 via an Intranet. Datanetworks may include, for example, subscriber profiles, billinginformation, and preferences that are utilized by a service provider tospecialize services. Transfer of information between a serviceprovider's data network and telephone network is trusted movement insharing of information.

Further, each telephone network within PSTN 10 may access server systemsexternal to PSTN 10 in the Internet Protocol over the Internet or anIntranet. Such external server systems may include an enterprise server,an Internet service provider (ISP), an access service provider (ASP), apersonal computer, and other computing systems that are accessible via anetwork. In the present embodiment, transfer of information between PSTN10 and server systems accessible via network 20 is totally untrusted andtherefore may require authentication and additional security.

In the present invention, network 20 may comprise a private network,Intranet, or a public Internet Protocol network. Specifically, telcoapplication server 22, generic application server 24, pervasiveapplication server 26, and systems management server 28 represent serversystems external to PSTN 10 that may be accessed by PSTN 10 over network20.

In particular, telco application server 22 preferably includes multipletelco specific service applications for providing services to callstransferred to a server external to PSTN 10. In particular, a call maybe transferred from PSTN 10 to telco application server 22 to receive atleast one service and then the call is transferred back to PSTN 10. Suchservices may also be provided to calls within PSTN 10, however placingsuch services at a third party such as telco application server 22, isadvantageous because adding services and information to PSTN 10 is timeconsuming and costly when compared with the time and cost of adding theservices through telco application server 22.

In accord with an advantage of the present invention, as will be furtherdescribed, the identity of both the caller and the callee may beauthenticated by one of telephony devices 8 a-8 n, PSTN 10, or by telcoapplication server 22. By authenticating the actual identity of theperson making a phone call and the person receiving the phone call,rather than the identification of a device from which a call is made andreceived, an enhanced specialization of services to subscribers may beperformed.

An authentication service within telco application server 22 may includeidentification and verification of the identity of a caller and/orcallee of a particular call. Such a service may require that subscribersprovide voice samples when setting up a subscription. The stored voicesamples may then be compared against voice samples received for aparticular call in order to authenticate the identity of a currentcaller or callee of the particular call.

Generic application server 24 preferably accesses independent serversystems that provide services. For example, a messaging server, afinancial server, an Internal Revenue Service (IRS) server, and databasemanagement system (DBMS) server may be accessed in HTTP via network 20.Each of these servers may include a telco service application thatrequires authentication of the subscriber before access is granted. Forexample, a financial server may provide a telco service application thatallows an authenticated subscriber to access current financial recordsand request stock quotes from the financial server.

Pervasive application server 26 manages services for wirelesslynetworked devices. In particular, pervasive application server 26preferably handles distribution of wireless packets of voice and data towirelessly networked devices utilizing a standard such as shortmessaging service (SMS) messaging or other 3G standards.

Systems management server 28 manages subscriber personalization via theweb. In particular, systems management server 28 includes browsertechnology that includes a provisioning console 30 for establishing asubscriber profile and a management console 32 for managing and updatingthe subscriber profile. A subscriber preferably accesses the consoles ofsystems management server 28 via the Internet utilizing a computingsystem, such as computing systems 34 a-34 n.

The subscriber profile may be accessed at systems management server 28by other external servers and PSTN 10 via network 8. In addition, alocal copy of a subscriber profile updated in systems management server28 may be stored within a particular service provider's data network ortelephone network. Each service provider may specify the types ofpreferences and other information included within a subscriber profile.

In particular, a subscriber may provide a voice imprint whenestablishing a subscriber profile through provisioning console 30. Othertypes of authentication information may also be provided including, butnot limited to, a password, an eye scan, a smart card ID, and otherbiometric methods. In addition, a subscriber may designate billingpreferences, shopping preferences, buddy list preferences, and otherpreferences that enable specialized service to the subscriber when thesubscriber's identity is authenticated from the voice imprint or otheridentification.

Advantageously, a management agent is built into each external server tomonitor the services provided by each server according to theauthenticated subscriber receiving the services. By monitoring serviceoutput according to subscriber, the subscriber may then be billedaccording to each use of a service.

PSTN 10 preferably includes both voice and data signaling networks thatinterface with network 20 via gateways. Each of the gateways acts as aswitch between PSTN 10 and network 20 that may compress a signal,convert the signal into Internet Protocol (other protocol) packets, androute the packets through network 20 to the appropriate server.

In particular, the voice network interfaces with network 20 throughmedia gateway 14 which supports multiple protocol gateways including,but not limited to, SIP. SIP is a signaling protocol for Internetconferencing, telephony, presence, events notification and instantmessaging.

In addition, in particular, the data signaling network interfaces withnetwork 20 through signaling gateway 12 which supports multiple protocolgateways including, but not limited to, parlay protocol gateways and SS7protocol gateways. Internet servers, such as telco application server 22may include protocol agents that are enabled to interact with multipleprotocols encapsulated in Internet Protocol packets including, but notlimited to, SS7 protocol, parlay protocol, and SIP.

PSTN Identity Authentication and Call Control

Looking into PSTN 10, a telephone network typically includes multipleswitches, such as central office switches 11 a-11 n, that originate,terminate, or tandem calls. Central office switches 11 a-11 n utilizevoice trunks for transferring voice communications and signaling linksfor transferring signals between signaling points.

Between signaling points, one central office switch sends signalingmessages to other central office switches via signaling links to setup,manage, and release voice circuits required to complete a call. Inaddition, between signaling points, central office switches 11 a-11 nquery service control points (SCPs) 15 to determine how to route a call.SCPs 15 send a response to the originating central office switchcontaining the routing number(s) associated with the dialed number.

SCPs 15 may be general purpose computers storing databases of callprocessing information. While in the present embodiment SCPs 15 aredepicted locally within PSTN 10, in alternate embodiments SCPs 15 may bepart of an extended network accessible to PSTN 10 via a network.

One of the functions performed by SCPs 15 is processing calls to andfrom various subscribers. For example, an SCP may store a record of theservices purchased by a subscriber, such as a privacy service. When acall is made to the subscriber, the SCP initiates an announcement to acaller to identify themself to the subscriber with the privacy servicewho is being called. According to an advantage of the invention,authentication of the subscriber receiving the call may be requiredbefore the privacy service is initiated for that subscriber.

In particular, network traffic between signaling points may be routedvia a packet switch called an service transfer point (STP) 13. STP 13routes each incoming message to an outgoing signaling link based onrouting information. Further, in particular, the signaling network mayutilize an SS7 network implementing SS7 protocol.

Central office switches 11 a-11 n may also send voice and signalingmessages to intelligent peripherals (IP) 17 via voice trunks andsignaling channels. IP 17 provides enhances announcements, enhanceddigit collection, and enhanced speech recognition capabilities.

According to an advantage of the present invention, the identity of acaller is authenticated according to voice authentication. Voiceauthentication is preferably performed by first identifying a subscriberby matching the name or other identifier spoken with a subscriber nameor identifier. Next, voice authentication requires verifying that thevoice audio signal matches that of the identified subscriber. However,in alternate embodiments, the identity of a subscriber may beauthenticated according to passwords, eye scans, encryption, and otherbiometric methods.

In particular, to perform subscriber authentication of audio signalsreceived from callers, IP 17 may include storage for subscriber specifictemplates or voice feature information, for use in authenticatingsubscribers based on speech. If a subscriber specific template is notstored on a local IP 17, then a remote IP containing the subscriberspecific template may be accessed via a network. In addition, local IP17 may access systems management server 28 or another repository forvoice imprints to access the subscriber specific template.

Where IP 17 authenticates the identity of a caller (e.g. the subscriberplacing a call), a voice identifier (VID) representing the authenticatedcaller identity is transferred as a signal for identifying the caller.In addition, where IP 17 authenticates the identity of a callee (e.g.the subscriber receiving a call), a reverse VID (RVID) including thecallee identity is transferred as a signal for identifying the callee.

Advantageously, VIDs indicate through text, voice, or video the identityof a caller. For example, a caller's name may be transferred as theidentity of a caller. Alternatively, a video clip stored with thesubscriber template may be transferred as the identity of a caller.Additionally, VIDs may indicate the identity of the device utilized by acaller to provide context for a call. Further, VIDs may indicate whichsystem or systems have authenticated the caller identity.

After a VID and/or RVID are determined by IP 17, IP 17 and SCP 15 maycommunicate to designate which services are available according to VIDand RVID. Advantageously, by designating services according to a VIDand/or RVID, subscribers are provided with services and billed for thoseservices independent of the devices utilized by subscribers. Inparticular, a 1129 protocol or other protocol may be utilized to enablesignal communications between IP 17 and SCPs 15. In addition, aspreviously described, caller authentication to determine VIDs and RVIDsmay be performed by a third party, such as telco application server 22.

An origin telephony device or destination telephony device may alsodetermine a VID and/or RVID for the caller and/or callee of a call. Inparticular, telephony devices 8 a-8 n and call centers 16 a-16 n mayfunction as origin and designation telephony devices. Each of thetelephony devices may include a database of voice templates that may bematched to authenticate the identity of a caller or callee. In addition,each of the telephony devices may access a third party, such as telcoapplication server 22, to authenticate the identity of the caller orcallee. In either case, the telephony device transmits a VID and/or RVIDwith a call to PSTN 10.

Telephony devices 8 a-8 n may include, but are not limited to wirelinedevices, wireless devices, pervasive device equipped with telephonyfeatures, a network computer, a facsimile, a modem, and other devicesenabled for network communication. Advantageously, as previouslydescribed, a voice authentication functioning device may be included ineach of telephony devices 8 a-8 n.

In addition, telephony devices 8 a-8 n may each incorporate a displaythat provides a visual output of a VID or RVID. Alternatively, such adisplay may be provided in a separate device connected to the line inparallel to telephones 8 a-8 n. According to one advantage of thepresent invention, the identity of the actual caller or actual calleeare output to a display in association with a call. In addition, othercontext information about the caller including, but not limited to, thedevice from which the call originates or is answered, ratings for acaller or callee, and other context information may be output to adisplay in association with a call.

Telephony devices 8 a-8 n are communicatively connected to PSTN 10 viawireline, wireless, ISDN, and other communication links. Preferably,connections to telephony devices 8 a-8 n provide digital transport fortwo-way voice grade type telephone communications and a channeltransporting signaling data messages in both directions betweentelephony devices 8 a-8 n and PSTN 10.

In addition to telephony devices 8 a-8 n, advanced telephone systems,such as call centers 16 a-16 n, may be communicatively connected to PSTN10 via wireline, wireless, ISDN and other communication links Callcenters 16 a-16 n may include PBX systems, hold queue systems, privatenetwork systems, and other systems that are implemented to handledistribution of calls to multiple representatives or agents.

Returning to central office switches 11 a-11 n, typically, one centraloffice switch exists for each exchange or area served by the NXX digitsof an NXX-XXXX (seven digit) telephone number or the three digitsfollowing the area code digits (NPA) in a ten-digit telephone number.The service provider owning a central office switch also assigns atelephone number to each line connected to each of central officeswitches 11 a-11 n. The assigned telephone number includes the area code(NPA) and exchange code (NXX) for the serving central office and fourunique digits (XXXX).

Central office switches 11 a-11 n utilize office equipment (OE) numbersto identify specific equipment, such as physical links or circuitconnections. For example, a subscriber's line might terminate on a pairof terminals on the main distribution frame of one of central officeswitches 11 a-11 n. The switch identifies the terminals, and therefore aparticular line, by an OE number assigned to that terminal pair. For avariety of reasons, a service provider may assign different telephonenumbers to the one line at the same or different times. For example, alocal carrier may change the telephone number because a subscriber sellsa house and a new subscriber moves in and receives a new number.However, the OE number for the terminals and thus the line itselfremains the same.

On a normal call, a central office switch will detect an off-hookcondition on a line and provide a dial tone. The switch identifies theline by the OE number. The central office switch retrieves profileinformation corresponding to the OE number and off-hook line. Then, thecentral office switch receives the dialed digits from the off-hook lineterminal and routes the call. The central office switch may route thecall over trunks and possibly through one or more central officeswitches to the central office switch that serves the called party'sstation or line. The switch terminating a call to a destination willalso utilize profile information relating to the destination, forexample to forward the call if appropriate, to apply distinctiveringing, etc.

In the present invention, when a central office switch detects anoff-hook condition on a line, the central office switch will thendetermine if a VID signal is transferred from the off-hook telephonydevice. If a VID is transferred, then a query is made to SCP 15according to the VID for any services specified for the authenticatedsubscriber. Alternatively, a query may be transferred via network 20 toan external server, such as system management server 28, to determinethe services specified for the caller. The central office switch willthen receive the dialed digits from the off-hook line terminal and routethe call, providing services according to those preferred by theauthenticated subscriber.

Alternatively, if a VID signal is not transferred from the off-hooktelephony device, then the central office switch will provide a dialtone and transfer the call to an IP that prompts the caller to provide avoice entry or other identification. Alternatively, the central officeswitch may transfer the call to telco application server 22 for use ofthe caller authentication service. In either case, the identity for thesubscriber is preferably authenticated, the call is transferred back tothe central office switch, services are provided according to the VIDauthenticated for the subscriber, and the call is routed according todialed digits from the off-hook line terminal.

In addition, an RVID may be provided in the present invention toauthenticate the identity of a callee receiving the call. When a call isanswered, the call is transferred back to an IP or telco applicationserver 22 to authenticate the identity of the callee answering the call.

As another alternative to dialed digits from the off-hook line terminal,a caller may utilize a voice calling function of a telephony device forindicating how the call should be routed. For example, a caller may saythe name of a preferred callee. The device or IP 17 may determine aperson within the caller's calling list that matches the voiced name.The matching person's digits are then utilized to route the call.

Call Center Environment

Referring now to FIG. 2, is an illustrative network call or contactcenter environment in which the present invention may be implemented. Itwill be appreciated by one with skill in the art that although aparticular network environment is described below, the invention is notlimited to use within the described network environment, rather, theinventive queue position advancement process may be implemented withinany on-hold information service regardless of the telephony environment.

As illustrated, multiple incoming calls are received at a call center16. In particular, a connection 38 includes a voice trunk and a signallink, such that both voice and VID signals may be received at PXB 40from PSTN 10. Connection 38 is preferably connected to PSTN 10 via awireline, wireless, Internet Protocol network, or other connection. PBX40 distributes incoming calls to multiple representative terminals 44a-44 n via connection 39, wherein connection 39 also includes a voicetrunk and a signal link. In particular, PBX systems, and in particularPBX systems with automatic call distribution (ACD) ability, are wellknown in the art as switching systems designed to received telephonecalls destined for call center 16 and to queue those call when a callhandling agent is not available.

In the description which follows, it will be assumed that allrepresentative terminals 44 a-44 n are busy and therefore PBX 40 cannotrespond to an incoming call by making a direct connection to one ofrepresentative terminals 44 a-44 n. As a result, PBX 40 is forced toplace the incoming call on hold. However, an advantage of the presentinvention is that when a call is transferred to one of representativeterminals 44 a-44 n, the VID for the call is also transferred, enablinga representative to receive an authenticated identity of a caller.Additional authentication may be required by PBX 40 where callers areaccessing sensitive information from representatives.

After placing the incoming call on hold, the VID, time of call, andother information received by PBX 40 are forwarded to on hold system 42.On hold system 42 preferably creates a record based on the call andpositions the call within one of the call hold queues within on holdsystem 42. In particular, the call queue selected for a call may bespecified by a caller indication of the subject matter of a call. Inaddition, a single call queue may be utilized to store all calls onhold.

A request for a caller profile is preferably transmitted from on holdsystem 42 for each VID received. In particular, caller profiles may beheld within a local caller profile database, however are alsoadvantageously accessible from a caller profile server 50 according toVID, where caller profile server 50 may communicate with multiple callcenters to retrieve and update caller profiles according to VID.

As illustrated, on hold system 42 accesses caller profile server 50 vianetwork 20. Advantageously, by storing caller profiles in caller profileserver 50 according to VID, only a single identifier is needed to accessa caller profile and only a single location is provided for access to acaller profile. Further, advantageously, a caller is only required toenter preferences and other information in one place, for storageaccording to VID, where the information is then accessible to multiplediverse call centers and other systems. As an additional advantage,different portions of a caller profile may be stored in different serversystem locations, but each referenced for a single caller according tothat caller's VID.

For purposes of the present invention, a caller profile may includeadvancement tokens that are stored according to VID for use by a callerduring future holds. Advancement tokens included in the caller profilemay be separated according to vendor or type of advancement token.Advantageously, multiple vendors may support a single type ofadvancement token, such that a caller may earn an advancement tokenwhile on hold at one call center, but wait to redeem the advancementtoken while on hold at another call center.

While the call is on hold, an interactive voice response unit (IVRU) 41,coupled to PBX 40 and on hold system 42, may offer the caller a menu ofavailable options for receiving call hold queue information for on holdsystem 42. In general, IVRU 41 is a voice information system which maybe arranged to (i) prompt a caller for specific information by askingquestions based on a set of modules in a transactions script, (ii)collect that information by detecting and interpreting dual tonemultifrequency (DTMF) signals entered by the caller or by recognizedspeech input by the caller, (iii) organize the collected information ina specific format and (iv) forward the collected information to beutilized within on hold system 42. For purposes of the presentinvention, prompts to the caller may be in voice, text, video, and/orgraphical formats depending on the interface receiving the prompt. Inaddition, a voice browser may be utilized to output voice XML pages to acaller and monitor responses from the caller.

Particularly, in the present invention, IVRU 41 preferably follows atransaction script to prompt the caller to select from among multipleavailable token advancement systems, collects the selection informationfrom the caller, organizes the selection information into a formatuseable by on hold system 42 and forwards the selection informationwithin on hold system 42. Then, in response to a caller selection fromamong the options, the call may be transferred to one of tokenadvancement systems 60. In particular, token advancement systems 60 maybe associated with a single on hold system or may be accessible bymultiple on hold systems from multiple call centers 16 a-16 n. In caseswhere token advancement systems 60 are accessible by multiple callcenters, services provided to callers may be distinguished according tovendor. Further, while in the present embodiment token advancementsystems 60 are illustrated as connected via network 20 to on hold system42, in alternate embodiments, token advancement systems 60 may belocated within on hold system 42.

In the example, token advancement systems 60 include a competitionsystem 62, a survey system 64, a promotion system 66, and a chat roomsystem 68. Advantageously, a caller may participate through competitionsystem 16 in multiple available games against other callers waiting inthe call queue to receive advancement tokens for winning. Alternatively,a caller may participate through survey system 18 in a survey to receiveadvancement tokens. Further, a caller may access a promotional accountwith a particular vendor through promotion system 20, wherein creditswithin the promotional account may be transferred into advancementtokens. In the present invention, losers of a competition may receive aconsolation prize in the form of an advancement token, membershippoints, or other redeemable item by competition system 62.

In addition, in the present invention, promotion system 66 may grantadditional advancement tokens to callers according to additionalcriteria. For example, a call center may grant additional advancementtokens to a caller whose profile indicates a particular type of account.In another example, a call center may multiple advancement tokens givento experts with a success rate exceeding a particular range. Further,promotion system 66 may grant additional advancement tokens to callersutilizing wireless telephony devices or other special telephony devices.In particular, promotion system 66 may grant advancement tokens that areautomatically redeemed during a call hold.

Moreover, a first caller may participate in a chat room system 68 withat least one other caller, where the first caller is awarded advancementtokens by answering questions of at least one other caller to thesatisfaction of the at least one other caller to finish the call priorto speaking with a representative. It is advantageous to allow callersto waiting in on hold system 42 to answer questions for one another,such that some callers are able to finish the call without needing tospeak with a representative.

In particular, a caller may pose a question and participate in otheractivities until another caller listens to the question and is willingto try to answer the question. At that point, both callers arepreferably transferred to a chat room system to interact, where the chatroom system monitors the call. Other callers may join a chat roomalready in session.

If a caller decides to end a call because the caller's question has beenanswered in a chat room, that caller preferably provides a rating of theanswer according to the VID of the caller answering the question. Thechat room system may then award an advancement token to the calleranswering the question.

In particular, in the present invention, the chat room preferablyaccesses the caller profile of all callers present according to VIDs,where caller profiles indicate the average times that each caller speakswith a representative per call. If a first caller waiting in the holdqueue is able to answer the questions of a second caller with aparticularly long average representative use time, such that the secondcaller is satisfied and does not wait to speak with a representative,additional value may be added to an advancement token for that caller.

According to an advantage of requiring caller identity authentication,the VIDs of callers participating in a chat room may be transferredbetween callers. Along with the authenticated identification, anexpertise of each caller may be included within a caller profile that istransferred between callers. Callers may also rate other callers, whereratings are stored according to VID in caller profiles that areaccessible during future calls.

Advancement tokens are preferably a record of the type of tokenadvancement system utilized, the type of action performed by the caller,and any resulting change in position promised by the token advancementsystem. In addition, other information may be included in an advancementtoken.

According to a further advantage of the present invention, advancementtokens are preferably authenticated by the VID of the token advancementsystem providing the advancement token. For example, where the on holdsystem receives an advancement token, the on hold system may requireauthentication of the token advancement system before the advancementtoken will be honored. Authentication of the identity of a tokenadvancement system may be performed utilizing passwords, voiceauthentication, or other security devices.

Advancement tokens are preferably transferred from any of tokenadvancement systems 60 to on hold system 42 in association with a callerVID, but independent of whether the call is transferred back to on holdsystem 42. Alternatively, advancement tokens may be transferred tocaller profile server 50 to be stored in association with a particularcaller VID.

Upon receipt of a caller profile containing a redeemable advancementtoken or upon receipt of an advancement token just earned, on holdsystem 42 preferably offers the caller the option of whether to redeemthe advancement token. If a caller selects to redeem an advancementtoken, then on hold system 42 calculates an adjustment of the positionof a call within a queue according to the advancement token. Inparticular, on hold system 42 may include a rating system foradvancement tokens for calculating the adjustment in call position.Alternatively, each of token advancement systems 60 may include a ratingsystem for advancement tokens that calculates the adjustment in positionof a call for a vendor. Further, the actual adjustment in position mayentail advancing a particular number of positions within the queue ormay entail advancing a particular amount of estimated waiting timewithin the queue.

In some cases, the total value of an advancement token in not needed toadvance a caller to the front of a hold queue. In those cases, theremainder of the value of the advancement token not utilized may bediscarded or may be stored according to VID for a future call. On holdsystem 42 preferably updates the caller profile with the remainder ofthe advancement token according to VID at caller profile server 50 or ina local caller profile database.

If a caller does not select to redeem an advancement token, then the onhold system 42 preferably transfers the redeemable advancement token tocaller profile server 50 or a local caller profile database according tothe caller VID. Advantageously, by storing advancement tokens for accessby a single identifier, a VID, a caller may redeem the advancementtokens at multiple diverse call centers. In addition, by storingadvancement tokens for access by a single identifier, a VID, a callcenter may automatically retrieve the advancement tokens, secure in theidentity of the caller, without requiring the caller to rememberadditional identifiers or passwords.

On hold system 42 preferably sends a return request to the tokenadvancement system holding a call either when the call is the next to beanswered in the call queue or when the PBX is able to transfer the callto the next representative. The caller is given the option of completingany activities in progress before transfer to a representative. Inpractice, an IVRU preferably plays a short message to the callerindicating that the call is next in line to be answered.

Referring now to FIG. 3, there is illustrated a block diagram of an onhold system in accordance with the method, system, and program of thepresent invention. As illustrated, on hold system 42 includes acontroller 70, a call queue 72, a network interface 74, and a datastorage system 76 communicatively connected via a bus 76. Additionalsystems may be connected along bus 76 that are not depicted herein.Controller 70 preferably includes, but is not limited to, at least oneprocessor, memory, a data storage system, system software, andapplication software, that function together to perform the functionsdescribed with reference to controller 70.

Network interface 74 preferably communicates with PBX 40 and tokenadvancement systems 60 via a telephone network or other networkingsystem. In particular, network interface 74 receives transfers of callsfrom PBX 40 and then returns calls to PBX 40 when a call is the next inline within call queue 72. In addition, in particular, network interface74 transfers calls to token advancement systems 60 and then receivesadvancement tokens associated with caller VIDs. Further, networkinterface 74 transfers indicators to token advancement systems 60 that acall is next in line and receives the call back from token advancementsystems 60.

Controller 30 preferably detects a new call, stores the call in callqueue and initiates IVRU 41 to control output of the menu of optionsincluded in call queue service options database 79 to the caller. Acaller may select from multiple service options including, but notlimited to, music and information services, third-party callingservices, Internet browsing services, and position adjustment services,herein described as token advancement services.

TABLE 1 Code Service #00 Music/News #01 Third-party calling #02 Internetbrowsing #03 Position adjustment

Table 1 above illustrates textual prompts for the automated output ofexemplary codes that may be entered by the caller and the correspondingservices that may be accessed. For example, #02 may direct controller 30to connect the caller terminal to a music channel. In another example,#03 may initiate audio automated output of an additional set ofselections of the types of position adjustment services available. Inaddition to entry of codes, a user may provide a voice entry thatselects from one of the services where the IVRU of controller 30utilizes a voice recognition system to match the voice entry with one ofthe services.

Depending on the service selection selected by each caller, the call istransferred to one of multiple service provision systems. In particular,controller 30 will place the call on hold in order to transfer the callvia network interface to a service provision system. As previouslydescribed, according to a preferred embodiment of the present invention,a caller may select a token advancement service, where the call is thetransferred to the selected one of multiple available token advancementsystems.

TABLE 2 VID Call Tracking No. Q Position Current System 512-00-1111 10107 Chat room 512-00-2222 1012 4 Chat room

Table 2 depicts an example of a portion of a call database 71 withindata storage system 76. Advantageously, upon receipt of a new call,controller 70 adds an entry to call database 71 indicating the VID,tracking number, and current call queue position of the call. As a callchanges in position within the call queue, the position is also updatedwithin call database 71. In addition, the current system processing acall is preferably recorded. For example, the chat room is currentlyprocessing the two calls recorded. The chat room may be accessed via theInternet or via a local network. Further, additional categories of datamay be included within call database 71 such as the time the time eachcall is received, the total time waiting, the identity of the caller,and other information which enables ACD 12 to better handle manage eachcall.

TABLE 3 VID TA System Action Promised Result 512-00-1111 Chat RoomAnswered Q 3 pos caller 512-00-2222 hung up

Table 3 illustrates an example of a portion of a redeemable tokendatabase 78 within data storage system 76. Advantageously, callers mayearn advancement tokens from token advancement systems 60. In addition,callers may transfer advancement tokens between themselves.

The advancement tokens for a caller may be received at on hold system 42while the call continues to be processed by token advancement systems60. Controller 70 adds an entry to redeemed token database 79 indicatingthe VID, type of token advancement system from which the token isearned, the action taken by the caller, and the promised result by thetoken advancement system 14.

In addition, entries may be added to redeemable token database 78according to a caller VID, where the advancement tokens are retrievedfrom a caller profile for the caller VID. The entries received from acaller profile may be separated from currently earned advancementtokens.

Preferably a caller is provided with the option of redeeming aredeemable advancement token from redeemable token database 78 duringthe current hold session or storing any redeemable advancement tokensfor a future hold session. For example, where a caller's wait time isminimal, it may not be advantageous for a caller to redeem anadvancement token. However, where a caller's wait time is extended andit is not in the caller's interest to wait, the caller may redeemadvancement tokens to shorten the expected wait time.

When a caller finishes a call the call center, any redeemableadvancement tokens that have not yet been redeemed are preferablytransferred to a caller profile according to the caller VID. Inparticular, an expiration date and the authenticated identity of thetoken advancement system authorizing an advancement token are preferablyattached to any unredeemed advancement tokens earned during that call.

The example of a redeemable advancement token illustrated in Table 3depicts an advancement token authorized in response to a first calleranswering the questions of second caller in a chat room scenario whilethe two callers were on hold. The second caller ended the call prior toreaching a representative because the first caller was able tosufficiently aid the second caller. The second caller preferably ratesthe first caller prior to hanging up, such that the first callerreceives advancement tokens for providing support. Advancement tokensmay be transferred from an advancement token system 60 or from thesecond caller. In particular, the chat room system may monitor calls inorder to verify the types of questions asked and answered.

In particular, in the technical support area, callers of multipleexpertise may be waiting in a hold queue at the same time, where acaller of greater expertise may be able to answer the question of acaller with a question within the expertise of the previous caller.Technical support lines often receive the bulk of questions and trainingrepresentatives is expensive; reducing the number of callers needing tospeak to a representative but still receiving the information that couldhave been provided by a representative is advantageous.

Controller 70 preferably monitors the position of a caller VID withincall queue 72 after the call has been transferred to one of tokenadvancement systems 60 or other services available to callers on hold.When a call is the next to be answered, controller 60 generates anindicator signal for transfer to the service system currently processingthe call and network interface 74 transfers the signal to the servicesystem. Calls may be delayed in return to on hold system 42 if thecaller wishes to continue participation in a particular service. In thatcase, controller 60 would delay that call within the queue and move tothe next call to be answered.

According to another advantage of the present invention, in addition tomonitoring the position of a call tracking number within call queue 72,controller 70 may perform analysis on the current flow of calls, thenumber of available representatives, the historical flow of calls, andother statistical data to estimate the wait time remaining for each callin the call queue 72. Queue data include, but not limited to, the numberof people currently on hold, average time each caller is on hold,average time per call once connected with an attendant, the caller'sposition in the queue, and the caller's estimated hold time may bepublished to the caller. In particular, the queue data may be presentedto the caller in an audio format over the phone or in a video format toa video phone, in which the caller would enter their requests via akeypad or through speech recognition. Alternatively, the queue data maybe presented to the caller on a Web page that the caller can access withthe caller's VID.

In the present invention, allowing callers to view estimated wait timesand the position of other callers is particularly advantageous for thecaller in selecting token advancement services and in monitoring actualprogress in call queue 72 according to redemption of advancement tokens.In particular, where a caller chooses to redeem membership points for anadvancement in position, it is advantageous for a caller to have anestimate of the number of positions needed to reach the top of callqueue 72 or the estimated wait time until reaching the top of call queue72.

Referring now to FIG. 4, there is depicted an illustrativerepresentation of a caller profile according to a caller VID inaccordance with the method, system, and program of the presentinvention. As depicted, caller profile 75 illustrates caller profileinformation for a particular VID. In alternate embodiments, alternatetypes of information may be included in caller profile 75.

Advantageous to the present invention, membership points are managed ina caller profile according to VID and further distinguished according tothe company or vendor providing the membership points. A caller mayredeem membership points for advancement tokens, in order to advance inposition within a hold queue. Generic membership points that areredeemable across multiple vendors or companies may also be included.

In addition, advantageous to the present invention, advancement tokensare managed in a caller profile according to the call center or vendorproviding the advancement tokens. The value of each advancement token ispreferably illustrated according to places or minutes. In addition, theauthenticated identity of the token advancement (TA) system authorizingthe advancement token is stored.

Advancement tokens may be redeemed for queue position adjustment at onhold systems accessing the caller profile. In addition, some vendors mayallow a caller to redeem advancement tokens for other values, such asmembership points, coupons, or other financial incentives.

With reference now to FIG. 5, there is depicted a high level logicflowchart of a process and program for controlling a switching networkin accordance with the method, system, and program of the presentinvention. As illustrated, the process starts at block 80 and thereafterproceeds to block 82.

Block 82 illustrates a determination as to whether an off-hook conditionis detected in association with an originating telephony device. If anoff-hook condition is not detected, then the process iterates at block82. If an off-hook condition is detected, then the process passes toblock 84.

Block 84 depicts a determination as to whether a VID is transferred fromthe off-hook device. The originating telephony device may authenticatean identity for a caller. However, the PSTN or other servers connectedthereto may require additional authentication within a trusted networkfor access to certain types of services. If a VID is received and noadditional authentication is required, then the process passes to block90. If a VID is not received or if the PSTN requires additionalauthentication, then the process passes to block 86. Block 86illustrates transferring the call to an intelligent peripheral or atelco application server for authentication. Block 88 depicts adetermination as to whether the VID and the call are returned to theswitching center. If not, then the process iterates at block 88. If theVID and the call are returned, then the process passes to block 90.

Block 90 depicts looking up the caller profile according to VID. Thecaller profile may be stored in a database within the PSTN, in anextended network to the PSTN or in a network external to the PSTN. Next,block 92 illustrates initiating services designated in the callerprofile retrieved according to the VID. Thereafter, block 94 depictsrouting the call and the VID to a destination device according toreceived digits or a voice command, and the process passes to block 96

Block 96 illustrates a determination as to whether the destinationdevice is detected with a pick-up (off-hook) condition. If thedestination device does not pick-up, then the process ends. If thedestination device does pick-up, then the process passes to block 98.

Block 98 depicts a determination as to whether an RVID is transferredfrom the destination device. If the RVID is transferred, then theprocess passes to block 104. If not, then the process passes to block100. Block 100 illustrates transferring the call to an intelligentperipheral or telco application server. Next, block 102 depicts adetermination as to whether an RVID and call are received back at theswitching center. If not, then the process iterates at block 102. Whenthe RVID and call are received, then the process passes to block 104.

Block 104 illustrates initiating services designation in a callerprofile associated with the RVID. Next, block 106 depicts transferringthe RVID to the originating device for output to the caller. Thereafter,block 108 illustrates proceeding with the call, where additionalservices are applied when applicable, and the process ends.

With reference now to FIG. 6, there is depicted a high level logicflowchart of a process and program for controlling a PBX system within acall center in accordance with the method, system, and program of thepresent invention. As illustrated, the process starts at block 110 andthereafter proceeds to block 112.

Block 112 depicts a determination as to whether a new call is received.If a new call is received, then the process passes to block 118. If anew call is not received, then the process passes to block 114. Block114 illustrates a determination as to whether or not a call processingrequest is received. When a call is at the top of the call queue, thecall is preferably transferred back to the PBX with a call processingrequest. If a call processing request is not received, then the processpasses to block 112. If a call process request is received, then thecall is transferred to the next available representative with a VID, asdepicted at block 116, and the process ends.

Block 118 illustrates a determination as to whether or not arepresentative is available. If a representative is available, then thecall is transferred to the next available representative with a VID, asillustrated at block 120, and the process ends. If a representative isnot available, then the process passes to block 122. Block 122illustrates distributing the call to the on hold system with the VID,and the process ends.

Referring now to FIG. 7, there is depicted a high level logic flowchartof a process and program for controlling an on hold system in accordancewith the method, system, and program of the present invention. Asillustrated, the process starts at block 130 and thereafter proceeds toblock 132.

Block 132 illustrates a determination as to the event that has occurred.If the event is receipt of a transferred call from the PBX, then theprocess passes to block 134. If the event is that a call is positionedat the front of a queue and thus next in line to be answered, then theprocess passes to block 144. If the event is that an advancement tokenis received, then the process passes to block 150.

Block 134 depicts positioning the call in the hold queue according tothe caller VID. Next, block 136 illustrates playing call queue serviceoptions to the caller. Thereafter, block 138 depicts a determination asto whether or not a call queue option selection is received. The processiterates at block 138 until a selection is received or after aparticular time period a default is selected, and the process proceedsto block 140.

Block 140 illustrates routing the call to a token advancement systemaccording to the call queue service selection. Next, block 142 depictsrecording the call routing destination according to VID, and the processends.

Block 144 illustrates transmitting an indicator signal to the tokenadvancement system holding the call that the next availablerepresentative will receive the call. Next, block 146 depicts adetermination as to whether the caller has indicated a readiness for thecall to be returned. If the caller has not indicated a readiness toreturn, then the process iterates at block 146. If the caller hasindicated a readiness to return, then the process passes to block 148.Block 148 illustrates receiving the call from the token advancementsystem, routing the call to the PBX, and dropping the call from the callqueue. Thereafter, and the process ends.

Block 150 depicts recording the receipt of an advancement token. Inparticular, an advancement token may be received from a tokenadvancement system or from a caller profile. In addition, in particular,the on hold system may require authentication of the identity of thesystem providing an advancement token before providing a caller theoption of redeeming the advancement token. Next, block 152 illustrates adetermination as to whether the caller is ready to utilize theadvancement token. If a caller is ready to utilize the advancementtoken, then the process passes to block 154. If a caller is not ready toutilize the advancement token, then the process passes to block 158.

Block 154 illustrates adjusting the call queue position of at least onecaller according to the advancement token. In particular, where onecaller is advanced in position, another caller may be declined inposition. Next, block 156 depicts a determination as to whether a tokenvalue is remaining after the application of the advancement token. Ifthere is a remainder of the advancement token unused, then the processpasses to block 158. If there is not a remainder, then the callerprofile for the VID is preferably updated according to the advancementtoken use, and the process ends.

Block 158 depicts assigning an expiration date for said token value.Next, block 160 illustrates updating a caller profile server accordingto the caller VID with the advancement token, and the process ends.

With reference now to FIG. 8, there is illustrated a high level logicflowchart of a process and program for controlling a token advancementsystem in accordance with the method, system, and program of the presentinvention. As depicted, the process starts at block 170 and thereafterproceeds to block 172.

Block 172 illustrates a determination as to what event occurred when anevent occurs. If a new call is received, then the process passes toblock 174. If an indicator that a call is next in line is received, thenthe process passes to block 184. Block 174 depicts accessing a callerprofile for the caller VID. Next, block 176 illustration callersparticipating in token earning activity.

In particular, a caller profile may be utilized to specify competitionpreferences. In addition, a caller may utilize membership points orpreviously earned advancement tokens as competition points utilized inmaking wagers or playing other games.

A caller profile may also be utilized to specify the type of surveygiven to a caller. For example, surveys may be tailored according to theage of callers, products owned by callers, and other informationincluded in a caller profile.

In addition, a caller profile may include membership points which areredeemable by the caller for advancement tokens. Advantageously, acaller may indicate a desire number of positions or time to move and thepromotional system will interface with the on hold system to determinethe amount of points needed for the adjustment in position.

Further, a caller profile may include membership points or advancementtokens which may be transferred from the caller profile to anothercaller. For example, where callers compete against one another, thecallers may wager membership points that go to the winner of thecompetition.

Block 178 depicts calculating an advancement token or other incentivesfor activity participation. Next, block 180 illustrates updating acaller profile according to the activity. Thereafter, block 182 depictstransferring the advancement token to the on hold system. Next, block183 illustrates a determination as to whether the caller wants to endparticipation at the token advancement system. If the caller does notwant to end participation, then the process passes to block 176. If thecaller does want to end participation, then the call is transferred backto the on hold system, as depicted at block 185, and the process ends.

Block 184 illustrates notifying the next in line caller of the position.Next, block 186 depicts a determination as to whether the caller isready to transfer to a representative. If the caller is ready, then thecall is transferred to the on hold system, as illustrated at block 192,and the process ends. If the caller is not ready, then the processpasses to block 188. Block 188 depicts transferring an indicator to theon hold system to drop the caller from the hold queue, and the processends.

It is important to note that while the present invention has beendescribed in the context of a fully functioning data processing system,those of ordinary skill in the art will appreciate that the processes ofthe present invention are capable of being distributed in the form of acomputer readable medium of instructions and a variety of forms and thatthe present invention applies equally regardless of the particular typeof signal bearing media actually used to carry out the distribution.Examples of computer readable media include recordable-type media, suchas a floppy disk, a hard disk drive, a RAM, CD-ROMs, DVD-ROMs, andtransmission-type media, such as digital and analog communicationslinks, wired or wireless communications links using transmission forms,such as, for example, radio frequency and light wave transmissions. Thecomputer readable media may take the form of coded formats that aredecoded for actual use in a particular data processing system.

While the invention has been particularly shown and described withreference to a preferred embodiment, it will be understood by thoseskilled in the art that various changes in form and detail may be madetherein without departing from the spirit and scope of the invention.

1. A method for call queue management, comprising: a computer system,publishing a question of a first caller from among a plurality ofcallers waiting in a hold queue of a call center; said computer system,responsive to a second caller from among said plurality of callersindicating a readiness to answer to said question, connecting said firstcaller with said second caller; and said computer system, responsive tosaid second caller answering said question, awarding said second calleran advancement token for storage in association with an authenticatedidentifier for said second caller in a caller profile for redemption bysaid second caller for a value selected by said second caller.
 2. Themethod for call queue management according to claim 1, wherein saidcomputer, responsive to said second caller answering said question,awarding said second caller an advancement token for storage inassociation with an authenticated identifier for said second caller in acaller profile for redemption by said second caller for a value selectedby said second caller, further comprises: said computer awarding saidsecond caller said advancement token for storage in association withsaid authenticated identifier for said second caller in said callerprofile for redemption by said second caller for said value selected bysaid second caller from among one or more membership points, one or morecoupons, and one or more financial incentives.
 3. The method for callqueue management according to claim 1, wherein said computer, responsiveto said second caller answering said question, awarding said secondcaller an advancement token for storage in association with anauthenticated identifier for said second caller in a caller profile forredemption by said second caller for a value selected by said secondcaller, further comprises: said computer determining whether said secondcaller is ready to utilize said advancement token; and said computer,responsive to a determination that said second caller is not ready toutilize said advancement token, assigning an expiration date for saidadvancement token and storing said advancement token in association withsaid authenticated identifier in said caller profile for said secondcaller.
 4. The method for call queue management according to claim 1,wherein said computer, responsive to said second caller answering saidquestion, awarding said second caller an advancement token for storagein association with an authenticated identifier for said second callerin a caller profile for redemption by said second caller for a valueselected by said second caller, further comprises: said computerdetermining whether said second caller is ready to utilize saidadvancement token; said computer, responsive to a determination thatsaid second caller is ready to utilize said advancement token, applyingonly a portion of said value of said advancement token to advance aposition of said second caller in said hold queue; said computer,storing a remaining portion of said value of said advancement token inassociation with said authenticated identifier in said caller profilefor said second caller.
 5. The method for call queue managementaccording to claim 1, wherein said computer, responsive to said secondcaller answering said question, awarding said second caller anadvancement token for storage in association with an authenticatedidentifier for said second caller in a caller profile for redemption bysaid second caller for a value selected by said second caller, furthercomprises: said computer generating said authenticated identifier bycomparing a voice sample received from said second caller while waitingin said hold queue with at least one stored voice sample previousreceived from said second caller.
 6. The method for call queuemanagement according to claim 1, further comprising: said computerawarding said second caller said advancement token from an additionaladvancement token transferred from said first caller from at least oneprior advancement token stored according to an authenticated voiceidentifier of said first caller.
 7. The method for call queue managementaccording to claim 1, said computer, responsive to said second calleranswering said question, awarding said second caller an advancementtoken for storage in association with an authenticated identifier forsaid second caller in a caller profile for redemption by said secondcaller for a value selected by said second caller, further comprising:maintaining, by an on hold system, a place for said second caller insaid hold queue of said on hold system and advancing said place in saidhold queue; responsive to said place of said second caller in said holdqueue reaching a next in line position, notifying, by said on holdsystem, said second caller of said next in line position; said computerdetermining whether said second caller is ready to transfer from saidfirst caller to a representative from said on hold system; saidcomputer, responsive to a determination that said second caller is readyto transfer from said first caller to said representative, transferringsaid second caller to an said hold system; and said computer, responsiveto a determination that said second caller is not ready to transfer tosaid representative, transferring an indicator to said on hold system toremove said place for said second caller from said hold queue.
 8. Asystem for call queue management, comprising: a call center, operativeon one or more processors and memory, comprising a hold queue; said callcenter operative to publish a question of a first caller from among aplurality of callers waiting in a hold queue of a call center; said callcenter, responsive to a second caller from among said plurality ofcallers indicating a readiness to answer to said question, operative toconnect said first caller with said second caller; and said call center,responsive to said second caller answering said question, operative toaward said second caller an advancement token for storage in associationwith an authenticated identifier for said second caller in a callerprofile for redemption by said second caller for a value selected bysaid second caller.
 9. The system for call queue management according toclaim 8, wherein said call center, responsive to said second calleranswering said question, operative to award said second caller anadvancement token for storage in association with an authenticatedidentifier for said second caller in a caller profile for redemption bysaid second caller for a value selected by said second caller, furthercomprises: said call center operative to award said second caller saidadvancement token for storage in association with said authenticatedidentifier for said second caller in said caller profile for redemptionby said second caller for said value selected by said second caller fromamong one or more membership points, one or more coupons, and one ormore financial incentives.
 10. The system for call queue managementaccording to claim 8, wherein said call center, responsive to saidsecond caller answering said question, operative to award said secondcaller an advancement token for storage in association with anauthenticated identifier for said second caller in a caller profile forredemption by said second caller for a value selected by said secondcaller, further comprises: said call center operative to determinewhether said second caller is ready to utilize said advancement token;and said call center, responsive to a determination that said secondcaller is not ready to utilize said advancement token, operative toassign an expiration date for said advancement token and storing saidadvancement token in association with said authenticated identifier insaid caller profile for said second caller.
 11. The system for callqueue management according to claim 8, wherein said call center,responsive to said second caller answering said question, operative toaward said second caller an advancement token for storage in associationwith an authenticated identifier for said second caller in a callerprofile for redemption by said second caller for a value selected bysaid second caller, further comprises: said call center operative todetermine whether said second caller is ready to utilize saidadvancement token; said call center, responsive to a determination thatsaid second caller is ready to utilize said advancement token, operativeto apply only a portion of said value of said advancement token toadvance a position of said second caller in said hold queue; said callcenter operative to store a remaining portion of said value of saidadvancement token in association with said authenticated identifier insaid caller profile for said second caller.
 12. The system for callqueue management according to claim 8, wherein said call center,responsive to said second caller answering said question, operative toaward said second caller an advancement token for storage in associationwith an authenticated identifier for said second caller in a callerprofile for redemption by said second caller for a value selected bysaid second caller, further comprises: said call center operative togenerate said authenticated identifier by comparing a voice samplereceived from said second caller while waiting in said hold queue withat least one stored voice sample previous received from said secondcaller.
 13. The system for call queue management according to claim 8,further comprising: said call center operative to award said secondcaller said advancement token from an additional advancement tokentransferred from said first caller from at least one prior advancementtoken stored according to an authenticated voice identifier of saidfirst caller.
 14. The system for call queue management according toclaim 8, said call center, responsive to said second caller answeringsaid question, operative to award said second caller an advancementtoken for storage in association with an authenticated identifier forsaid second caller in a caller profile for redemption by said secondcaller for a value selected by said second caller, further comprising:said call center operative to maintain a place for said second caller insaid hold queue and advancing said place in said hold queue; said callcenter, responsive to said place of said second caller in said holdqueue reaching a next in line position, operative to notify said secondcaller of said next in line position; said call center operative todetermine whether said second caller is ready to transfer from saidfirst caller to a representative from said on hold system; said callcenter, responsive to a determination that said second caller is readyto transfer from said first caller to said representative, operative totransfer said second caller to an said hold system; and said callcenter, responsive to a determination that said second caller is notready to transfer to said representative, operative to transfer anindicator to said on hold system to remove said place for said secondcaller from said hold queue.
 15. A computer program product for callqueue management, comprising: one or more computer-readable, tangiblestorage devices; program instructions, stored on at least one of the oneor more storage devices, to publish a question of a first caller fromamong a plurality of callers waiting in a hold queue of a call center;program instructions, stored on at least one of the one or more storagedevices, responsive to a second caller from among said plurality ofcallers indicating a readiness to answer to said question, to connectsaid first caller with said second caller; and program instructions,stored on at least one of the one or more storage devices, responsive tosaid second caller answering said question, to award said second calleran advancement token for storage in association with an authenticatedidentifier for said second caller in a caller profile for redemption bysaid second caller for a value selected by said second caller.
 16. Thecomputer program product of claim 15, further comprising: programinstructions, stored on at least one of the one or more storage devices,to award said second caller said advancement token for storage inassociation with said authenticated identifier for said second caller insaid caller profile for redemption by said second caller for said valueselected by said second caller from among one or more membership points,one or more coupons, and one or more financial incentives.
 17. Thecomputer program product of claim 15, further comprising: programinstructions, stored on at least one of the one or more storage devices,to determine whether said second caller is ready to utilize saidadvancement token; and program instructions, stored on at least one ofthe one or more storage devices, responsive to a determination that saidsecond caller is not ready to utilize said advancement token, to assignan expiration date for said advancement token and storing saidadvancement token in association with said authenticated identifier insaid caller profile for said second caller.
 18. The computer programproduct of claim 15, further comprising: program instructions, stored onat least one of the one or more storage devices, to determine whethersaid second caller is ready to utilize said advancement token; programinstructions, stored on at least one of the one or more storage devices,responsive to a determination that said second caller is ready toutilize said advancement token, to award only a portion of said value ofsaid advancement token to advance a position of said second caller insaid hold queue; program instructions, stored on at least one of the oneor more storage devices, to store a remaining portion of said value ofsaid advancement token in association with said authenticated identifierin said caller profile for said second caller.
 19. The computer programproduct of claim 15, further comprising: program instructions, stored onat least one of the one or more storage devices, to generate saidauthenticated identifier by comparing a voice sample received from saidsecond caller while waiting in said hold queue with at least one storedvoice sample previous received from said second caller.